Roya Sadat Alavipour

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About

Roya Sadat Alavipour is a forward-thinking researcher at the intersection of artificial intelligence and customer experience. Her work primarily explores how AI-driven systems can transform service delivery, with a particular focus on the emerging concept of the "AI concierge." In her highly cited 2024 paper, "AI concierge in the customer journey: what is it and how can it add value to the customer?" (72 citations), Alavipour provides a visionary framework for understanding AI concierges as intelligent, personalized assistants that proactively manage individual customer needs throughout the entire service journey. This contribution is pivotal in defining a new paradigm for customer relationship management, where technology shifts from reactive support to anticipatory service. By articulating how AI can add tangible value at each touchpoint, Alavipour’s work offers practical insights for businesses seeking to enhance customer loyalty and satisfaction through automation. Her research is particularly relevant for scholars and practitioners in marketing, service design, and human-computer interaction, as it bridges theoretical concepts with real-world application. As AI continues to reshape consumer expectations, Alavipour’s foundational work positions her as a key voice in understanding how intelligent systems can create more seamless, responsive, and human-centric customer journeys.